Vice President, Services

Description

About ISG Technology

At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades.

Join in on the Success

As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN’s Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings.

But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 77, compared to the industry average of 47. If you're the type that takes pride in providing world-class support, you may have what it takes!

Key Accountabilities:

1. P&L ownership. Deliver profitable services based on budgets
2. Deliver quality services with NPS scores at or above target
3. Meet or exceed all SLAs and Contractual Requirements
4. Manage delivery leaders to ensure operational outcomes and ownership
5. Ensure leading technology, tooling, and processes are in place
6. Strategic ownership and execution of EOS deliverables. Key Operations Executive and representative in the company's EOS process

Job Summary: The Vice President, Services provides operational and visionary leadership to the service delivery organization to help propel the company to its next stage of growth. The role partners with executives to set the long-term vision and strategy of ISG Technology while directing and overseeing the organization's delivery services to our clients with industry-leading customer satisfaction ratings.   

Key responsibilities:

• This position is responsible for operational performance, financial performance, contract adherence, and quality across all service teams.
• Creation and evolution of strategy for Managed Services and Professional Services organizations to meet or exceed our client’s requirements.
• Ongoing analysis of service delivery catalogue, including technology standards, cloud service strategy, costing and pricing methodologies and leadership.
• Own, develop, implement, and lead service delivery methodologies, processes, governance standards.
• Serve as a member of the Executive Team and lead the strategic and operational functions of services.

What you bring to the position:

• You are a visionary who can see the big picture and develop and implement strategies and maintain the drive and focus to achieve aggressive expansion goals.
• You have a strong command of service delivery and operations at a senior level, and you play a major analytical role by conducting business, performance, and competitive analyses. You study and evaluate delivery results, comparing them against the business targets and metrics to control the success of the delivery requirements and develop changes and solutions.
• You exhibit a strong executive presence and sound business judgment. You use data-informed analyses to drive initiatives forward internally with stakeholders from other functional areas of the company.
• You are a team-first leader who leads by example and knows how to have fun in a professional environment. 
• You appreciate the power and efficiency of consistency in the “ways” we operate. You believe service leadership is a team sport and most effectively orchestrated around a set of core processes which are navigated through a consistent service delivery process and governance.
• You have experience leading a services organization with necessary tools to measure, manage, and improve quality of services, financial results, and growth of delivery individuals and teams to exceed targets.
• You can drive results by working with a sense of urgency and resourcefulness.
• You are a problem solver with strong analytical and quantitative skills, and the ability to use data and analytics to understand and improve performance.
• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate. 
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction. 
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a “know-it-all.”

You successfully fulfill the following essential duties and responsibilities:

You will provide STRATEGIC OVERSITE to the position by:

• Providing exceptional leadership and strategic direction to the service delivery organization.
• Partnering with the sales organization to align with clients and provide outstanding services and trusted advisor status with key clients as part of the account management team.
• You establish departmental metrics and evaluate the effectiveness of service delivery programs, analyses, and making appropriate changes that lead to reaching overall company targets.
• Owning and developing strategic services business plans and budgets for each service organization.
• Communicating outcomes and analyses in reports, presentations, and make recommendations to the executive team.
• Ensuring service organization is aligned with effective leadership for services, operations, practices, and products for delivery of best-in-class services for identified verticals and overall client base.
• Working closely with customer and service teams to ensure proper customer onboarding, offboarding, transition and transformation activities, professional services projects, and ongoing managed services.
• Collaborating with the executive team in development and ownership of the strategic path of our Managed Services business guiding our company towards financial, operational, and client supremacy. 

You will utilize your ADMINISTRATIVE AND BUSINESS SKILLS to efficiently:

• Exceed company financial metrics while implementing service efficiencies and behavior consistent with long-term growth and profitability.
• Work with the Chief Technology Architect and Vice President of Sales and Marketing to ensure standardization and consistency across offerings.
• Develop standards for the continuous improvement and enhancement of customer segmentation strategy across the organization.
• Leverage the ITSM platform, tools, and technologies to identify and drive process improvements, automation and innovations which enhance efficiency, and financial results. 
• Manage services organization as we transform from VAR to managed services organization of revenue split of 70% services, 30% product, and annual recurring revenue exceeding $10M, minimizing churn, supporting sales team to maximize up-sell and cross-sell opportunities within current customer base.
• Directly support sales to proper solutions and pricing methodologies to achieve revenue targets.

You will use your PEOPLE MANAGEMENT SKILLS to inspire and coach your team by:

• Having a creative and proactive approach to conflict resolution and problem solving, mentoring, coaching, recognition and performance management. You treat your staff with dignity and respect, and use inspirational methods, rather than punitive methods, to achieve results.
• Effectively communicating the roles and responsibilities of your team, set clear expectations, and continually assess that your team members are in the right seats, are bought-in, and have the passion to consistently win.
• Helping your team execute at a high-level focused on ensuring your team understands and knows how to consistently navigate the tools and resources available within the company to achieve success.
• Leveraging existing business frameworks and coach leaders on how to coach their teams to improve productivity and meet and exceed scorecard metrics.
• Recruiting and hiring the right leaders and manage poor performers through performance improvement processes.

You will use your COLLABORATIVE SKILLS to:

• Develop strong business relationships in the markets we serve.
• Work closely and productively with key cross-functional leaders in order to create highly visible business plans and strategies that have buy in and full alignment across the organization.
• Move a multi-functional set of professionals in a single direction and with a common vision and objective.
• Work with the executive leaders and counsel them on strategies, forecasting, and general management discrepancies to align the organization’s efforts and advance the success of the business’s overall goals and targets.
• Tackle complex challenges with a strategic mindset and create thoughtful recommendations and action plans for solving them with product and cross-functional leadership.
• Collaborate with peers and colleagues cross-functionally, acting as an interface among other departments including information technology, supply management, sales, and finance to drive the development of best-practice MSP processes and workflows.
• Align with Strategic Account Management/Customer Success functions to ensure high levels of customer satisfaction and support.
• Support the Company by completing all other job duties assigned.

As a successful employee, you will demonstrate the following professional skills as you carry out your position:

• Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.
• Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
• Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.
• Presentation – Deliver business, non-technical, and limited-technical presentations to audiences of 20-150 individuals.
• Leadership – Lead people and get results through others in a positive and inspiring manner.
• Management – Organize and manage multiple priorities. 
• Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold company values.
• Organizational Support – Follow company policies and procedures.
• Judgment – Include appropriate people in decision-making process.
• Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.
• Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.
• Planning and organization – Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.
• Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments. 
• Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
• Detail & Task Oriented – Manage and follow through on multiple tasks, items and communications in a timely manner.

Requirements

You will meet the following educational and work experience requirements:

• Bachelor’s degree in similar or related field required, Master’s Degree in business-related field preferred. 
• Minimum 10 years of successful experience in a high-level service delivery leadership position in a fast-paced and dynamic business environment.
• Technologically savvy and understands industry technology, changes, best practices, and client requirements.
• Have experience and working competence in computer skills including ITSM software, internet software; spreadsheet software; word processing software; virtual meeting software, email and communications software.
• Hold and maintain a valid driver’s license; driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage.

You will follow the ISG Technology Core Values:

Humor & Fun

1. We believe it’s important to take time outside of work to spend time with family and keep the wind in our sails.
2. We collaborate and value sharing our unique perspectives.
3. We’re inclusive and create activities that align with people’s interests and passions.

Resilience

1. We pride ourselves in meeting high-pressure challenges
2. We never quit and demonstrate the ability to see daunting assignments through … successfully.

Lead by Example

1. We demonstrate courage in having crucial (and sometimes “tough”) conversations.
2. We are reliable and highly accountable in our use of systems and tools.

Continuous Improvement

1. We’re creative thinkers who can adapt to evolving situations.
2. We’re humbly confident, know our stuff, are willing to coach and be coached.
3. We’re willing to make “healthy” self-sacrifices for the greater good.

“Team First” Initiative

1. We are pro-active and stay on top of training and certifications.
2. We willingly take on more responsibility if we see a need and can assist.
3. We view individual accountabilities as representing the whole team.